GCP Escalation Manager

Job description

Job Description: **Essential Skills & Experience** - Strong understanding of service operations and metrics - To act as a techno manager by having Experience in technology and Process in order to address the escalations. - Engage timely required technical stakeholders and normalise customer sentiment - Strong ownership and engagement to navigate various internal teams like TECH, ENG, Account team etc. - Identify the hurdles and engage the right tech teams to get the faster resolution for escalated cases. - Solid internal stakeholder and external stakeholder management Leadership and execution skills to identify Product, Process and People improvements and drive them - Handle customer case escalations. - Acknowledge the escalated case. - Engage TSR, SME or Oncaller to get faster resolution. - Ensure assignment of correct case owner & engage them. - Understand the impact and urgency of the issue, determine appropriate next steps & engage all relevant parties to agree on the action items/Next steps and communicate with the Customer with a meaningful update. - Monitor case continuously and update customers accordingly to track the escalation to closure. - Engage Vendors and Google Vendor Operations Team as needed for escalation, resolution, handoff & closure process. - Coordinate with case owner to create cases/bugs and consults for tracking as needed - Send executive summary of issues to internal Google executives - Identify causes of escalation and propose process and product improvements to address gaps.